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      Contacting KaiNexus Support

      Learn how and when to submit tickets to our support team.

       KaiNexus is here to support you! Our friendly support team is ready to assist with any questions. This article explains how and when to reach out—and what you can expect along the way.

      When should I submit a support ticket? 

      Contact our support team for any of the following:

      • Login support
      • General questions about KaiNexus
      • Something isn't working how you expect
      • You have a great improvement idea for the platform

      Our technical experts are dedicated to resolving your issues quickly and effectively. If we don’t have the solution, we’ll ensure you’re connected to someone who does.

      Ofie Profile PicPro Tip: Do you need a new KaiNexus account? Contact account support to have your request sent directly to your organization’s administrators.

      Ofie Profile PicPro Tip: Are you a KaiNexus Champion wanting to know whether you should contact your Customer Success Manager or KaiNexus Support? Check out our "Who should I contact?" article. 

      How to submit a support ticket

      You can contact our support team by submitting a ticket via email or directly on our support site.

      To submit a ticket using email:

      • Send an email to support@kainexus.com.
      • Feel free to CC any interested parties on the email to keep them in the loop. 
      • Use your company email and ensure you provide a detailed description of your request. 

      To submit a ticket on our support site:

      • Navigate to support.kainexus.com.
      • Select Submit a Support Ticket at the top of the site. 
      • Use the submission form to enter your contact information and describe your request. 
      • Select Submit. 

      Ofie Profile PicPro Tip: You can quickly open the ticket submission page from your user profile in KaiNexus. Select your profile picture then select Feedback in the drop-down menu.  

      When will I receive a response? 

      You can expect to receive a response within two business hours of your submission. KaiNexus business hours are 9 AM to 5 PM Central Time (CT) Monday through Friday, excluding company holidays. 

      We strive to close all support tickets within 14 days, though most issues are resolved much faster!